Co-developing training and resources for Queensland's Community Support Scheme

The Social Deck was engaged by the Queensland Department of Families, Seniors, Disability Services and Child Safety to strengthen workforce capability across the Queensland Community Support Scheme (QCSS). QCSS is a program supporting healthy communities, reducing social isolation and enabling economic participation for Queenslanders.

QCSS service providers play a critical role in delivering short-term, low-intensity, community-connected support to people with complex needs. The project sought to better equip providers to embed the reablement model in practice through updated training materials.

Discovery and co-design

The project started with a thorough review of existing research, QCSS forum data and the Community Connections Framework, giving us a clear picture of current practices, known barriers and provider needs before any content was developed.

We then facilitated co-design workshops with a cross-section of QCSS providers, from metropolitan, regional and rural locations, and representing different service types. These sessions used problem definition, journey mapping activities to surface the real barriers providers face when conducting reviews with clients presenting with complex needs. The workshops also helped identify the workforce capability gaps affecting best practice service delivery.

Training module development and delivery

Drawing directly on co-design insights, we developed a suite of interactive digital training modules using real-world scenarios to ground learning in practice. Resources were designed to be practical and adaptable, giving providers tools they could apply immediately in their day-to-day work.

Once resources were finalised and approved, we delivered face to face training to service providers in Brisbane and North Queensland, working through the training content and scenario to discuss practical application. These events were the initial steps of a community of practise model, where providers continue to learn from each other to improve their services.

First Nations component

The project also includes a dedicated First Nations component led by our First Nations engagement manager. Through culturally safe yarning circles with providers, this component guided the development of tailored modules and training for service providers working with First Nations people. Story-based scenarios were added to the modules for practical application of training principles. This engagement also informed cultural considerations added to the mainstream training modules.

Project outcome

The project has delivered a fit-for-purpose suite of training resources and a sector-wide training program that builds consistent, confident practice across the QCSS provider network, supporting better outcomes for clients and stronger alignment with the program's goals.

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